Lakenheath, England, United Kingdom
Accomplished Training & Knowledge Specialist with a proven track record of elevating employee competencies and optimizing training processes within diverse sectors. I excel at designing and implementing interactive learning solutions that bolster problem-solving abilities and reduce reliance on advanced support teams. Noted for rapid mastery of new systems, evidenced by swift progression to a training role and successful overhaul of induction procedures. Specialize in content creation, knowledge management, and process optimization, resulting in significant improvements in onboarding efficiency and team productivity. Committed to fostering an engaging learning environment and driving organizational performance through strategic training initiatives.
Lead a team of 2nd line support analysts, ensuring timely resolution of complex technical issues across multiple platforms and services. Manage the full lifecycle of incidents, from identification and prioritization to resolution and post-incident review, in alignment with ITIL best practices. Act as the primary escalation point for high-impact incidents, coordinating with cross-functional teams to restore services and minimize downtime. Implement and maintain robust incident management processes, driving continuous improvement and reducing repeat incidents. Monitor team performance through KPIs and SLAs, delivering regular reports to senior leadership and identifying areas for development. Facilitate training and mentoring programs to upskill team members and promote a culture of knowledge sharing and technical excellence. Champion customer satisfaction by ensuring consistent communication, transparency, and service quality throughout the incident resolution process.
I oversee training programs for new and existing employees across multiple departments, ensuring rapid competency and efficiency gains. I spearhead the development and delivery of interactive learning solutions, including hands-on training with mobile and SIP devices, to enhance problem-solving skills and reduce dependency on second-line support teams. As a subject matter expert (SME) in Operations, I lead the redesign of onboarding materials and process improvements within the Implementation department. I facilitate the seamless migration of the knowledge base to a broader BT system, creating and integrating approximately 200 knowledge articles. I collaborate with internal stakeholders to streamline processes, optimize training delivery, and maintain an up-to-date knowledge database and e-learning platform. • Reduced onboarding time for new starters from six months to one month, enabling effective contribution and generating cost savings. • Improved team output by 75% within three months post-training through process redesign and knowledge enhancement. • Increased in-house problem-solving capabilities, leading to a 20% reduction in tickets to second-line support teams. • Developed over 1.5K PowerPoint slides for induction and refresher training, tailored to all skill levels.
I managed the full lifecycle of telephony solution implementations for customers, ensuring alignment with business needs and adherence to contractual timelines. I coordinated with cross-functional teams to provision mobile and fixed-line solutions across multiple systems, including CRM and SIP Provisioning. I adeptly oversaw the number porting process, managing jeopardy scenarios to maintain service continuity. I maintained rigorous data quality and accuracy within CRM and other systems to support seamless project progression. My expertise in SIP and mobile networks, coupled with strong equipment procurement and contract validation skills, enabled successful project outcomes. I also provided training to new team members, balancing mentorship with the management of personal project deliverables. • Surpassed project delivery targets, achieving a record-setting implementation volume, doubling the expected weekly output. • Attained the highest performance rating of 'Brilliant', a distinction shared with only one other colleague within the company. • Entrusted with the implementation of high-value contracts, typically worth approximately £250K, reflecting advanced project management capabilities. • Fostered robust customer relationships, enabling tailored telephony solutions that supported clients' operational objectives.
I successfully facilitated the onboarding process for over 40 tenants monthly, meticulously handling legal documentation, references, and safety certificates. I managed payments, including invoice generation and deposit registration with TDS and DPS schemes. I ensured strict compliance with relevant laws while serving Section 21 Form 6A Notices to Tenants on behalf of Landlords. I attended court hearings following the service of Section 21 Form 6A Notices when required. Skilfully managed mid-term tenancy changes and maintenance repairs, including Deeds of Assignment, Pet Addendums, Permitted Occupier Addendums, and Deeds of Guarantee. I proactively compiled and communicated updated Terms of Business to Landlords in response to legal changes. I organized checkout appointments and provided clear guidance to Tenants regarding End of Tenancy procedures and conducted thorough land registry searches for properties. ● Successfully orchestrated the migration of the company’s database and CRM software to a cutting-edge cloud-based solution. ● Collaborated closely with trainers to ensure seamless adoption of the new system by all colleagues. ● Conducted comprehensive training sessions for new employees, covering the viewings process, safety protocols, and the tenancy process. ● Ensured that all team members were well-versed in essential procedures and guidelines.